Do you have a database that you can add and organize contacts information?

Table

Options No of respondents

Yes 21

No 34

To some extent 30

Can't say 15

Total 100

Chart

Yes No To some extent Can't say0

5

10

15

20

25

30

35

Do you have a contacts information database

No of respondents

Inference:

From the above chart it’s clear that a majority of 34 respondents do not have a database that you

can add and organize contacts information. Only 21 respondents have the database.

Have you customized your database to meet your administrative and

marketing needs?

Table

Options No of respondents

Yes 22

No 31

To some extent 27

Can't say 20

Total 100

Chart

Yes No To some extent Can't say0

5

10

15

20

25

30

35

Have you customized your database

No of respondents

Inference:

From the above chart it shows that 31 respondents have not customized the database, 22 have

done it, 27 have done it to some extent.

Are you tracking sales and sales opportunities and communicating to the

customers on a regular basis?

Table

Options No of respondents

Yes 19

No 31

To some extent 22

Can't say 28

Total 100

Chart

Yes No To some extent Can't say0

5

10

15

20

25

30

35

Are you tracking sales and sales opportunities

No of respondents

Inference:

Majority of 31 respondents are not tracking sales and sales opportunities and

communicating to the customers on a regular basis, only 19 respondents do it and 22

respondents do it to some extent.

Do you agree CRM makes your business more efficient and track your

progress?

Table

Options No of respondents

Strongly Agree 38

Agree 31

Disagree 11

Strongly disagree 20

Total 100

Chart

Strongly Agree Agree Disagree Strongly disagree0

5

10

15

20

25

30

35

40

Does CRM make your business more efficient

No of respondents

Inference:

38 respondents strongly agree that CRM makes business more efficient and tracks

progress, 31 respondents agree to this fact, 11 respondents disagree and 20 respondents

strongly disagree.

Does your staff have access and knowledge about CRM activities in customer

service?

Table

Options No of respondents

Very knowledgeable 21

Knowledgeable 11

Somewhat knowledgeable 29

Not knowledgeable 39

Total 100

Chart

Very knowl-edgeable

Knowledgeable Somewhat knowledgeable

Not knowledgeable05

10152025303540

Does your staff have knowledge about CRM activities

No of respondents

Inference:

A majority of the respondents think that their staffs don’t have access and knowledge about

CRM activities in customer service; only 21 respondents feel that they are very knowledgeable.

Factors which contribute success to the customer satisfaction in CRM. Rank 1 to 4 in your own preference.

Table

  Delivery standards Complaint mechanism Customer service

Post purchase service

Rank 1 21 24 31 22

Rank 2 29 28 27 28

Rank 3 30 29 21 31

Rank 4 20 19 21 19

100 100 100 100

Chart

Delivery standards

Complaint mechanism

Customer service

Post purchase service

0 5 10 15 20 25 30 35

Rank 4Rank 3Rank 2Rank 1

Inference:

For delivery standards 21 respondents have ranked 1, 29 respondents have ranked two, 30

respondents have voted for rank 3 and the remaining 20 respondents have given rank 4.

24 respondents have ranked 1 for Complaint mechanism, 28 respondents have ranked two, 29

respondents have voted for rank 3 and the remaining 19 respondents have given rank 4.

Customer service was ranked 1 by 31 respondent, 27 respondents have ranked two, 21

respondents have voted for rank 3 and the remaining 21 respondents have given rank 4.

For Post purchase service 22 respondents have ranked 1, 28 respondents have ranked two, 31

respondents have voted for rank 3 and the remaining 19 respondents have given rank 4.

How do you segment your customers to provide the exact CRM support to

them?

Table

Options No of respondents

Point of sale devices 24

Loyalty card programs 40

Research firm database 19

Other sources 17

Total 100

Chart

Point of sale devices

Loyalty card programs

Research firm database

Other sources0

5

10

15

20

25

30

35

40

How do you segment your customers for CRM

No of respondents

Inference:

A majority of 40 respondents have said that Loyalty card programs is the best way to segment

the customers, Point of sale devices comes next, 19 respondents said Research firm database is

best and remaining 17 opted other sources.

What type of features your company requires for better CRM activity?

Table

Options No of respondents

Sales automation 24

Customer service/support 31

Marketing automation 19

Channel/partner management 26

Total 100

Chart

Sales

automati

on

Customer

servic

e/support

Marketi

ng automati

on

Channel/

partner

manage

ment

0

5

10

15

20

25

30

35

Features required for better CRM activity

No of respondents

Inference:

Customer service/support was rated as the best feature for better CRM activity by a majority of

31 respondents, Channel/partner management comes next with support from 26 respondents,

Sales automation with 24 respondents and Marketing automation with 19 respondents.

How would you like the customers to use CRM support services?

Table

Options No of respondents

Point of sale 27

Websites 33

Mobile customer care 18

Other sources 22

Total 100

Chart

Point of sa

le

Websit

es

Mobile cu

stomer

care

Other source

s0

5

10

15

20

25

30

35

How would you like the customers to use CRM support services

No of respondents

Inference:

Websites was rated as the best method for CRM activity by a majority of 33 respondents, Point

of sale activities comes next with support from 27 respondents, Mobile customer care with 18

respondents and other sources with 22 respondents.

Findings of this Survey

Majority f the respondents were not having a database where they can add and organize

contacts information.

Customized database were not created by majority of the respondents to meet

administrative and marketing needs.

Majority of the respondents were not tracking sales and sales opportunities and

communicating the same to the customers on a regular basis.

CRM makes business more efficient and tracks its progress.

The staffs don’t have access and knowledge about CRM activities in customer service.

Customer service was voted as the factor which contributes to the success to the customer

satisfaction in CRM.

Post purchase service is also a very important service in CRM.

Loyalty card program is the best method to segment your customers to provide the exact

CRM.

Majority of the respondents feel that Customer service/support is required for better CRM

activity.

Websites are required by the customers to use CRM support services.

Recommendations

Databases must be maintained by the companies so that they can add and organize

contacts information.

Databases should be customized according to administrative and marketing needs.

Sales and sales opportunities must be communicated to the customers on a regular basis.

CRM must be implemented in all companies.

The staffs must be given access and knowledge about CRM activities in customer

service.

Loyalty card program must be is the best method to segment your customers to provide

the exact CRM.